Manager of Customer Success - West

OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, dedicated to transforming HR, payroll, and finance services. The Manager of Customer Success will lead a team of Customer Success Managers, driving customer engagement strategies and ensuring satisfaction and retention while identifying growth opportunities within the customer base.

Responsibilities:

• Ensure team members are managing the customer lifecycle from onboarding through renewal and growth for all OSV services: Payroll, Tax, Garnishments, Benefits, Finance and Accounting Services
• Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
• Partner with Service Delivery, Product, and Sales teams to ensure a cohesive and consistent customer experience
• Manage and develop a high-performing team of CSMs supporting customers of all sizes from SMB through enterprise
• Establish performance expectations and drive accountability through coaching, KPIs, and career development planning
• Foster a culture of customer-centricity, collaboration, and continuous improvement
• Monitor and manage customer health using tools such as Planhat, Salesforce, and NPS data
• Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
• Ensure customer feedback is captured and communicated internally for continuous service optimization
• Drive adoption of customer success processes and technologies to enhance operational efficiency and customer visibility
• Standardize customer journey touchpoints, e.g., onboarding, customer interactions by segment, Executive Business Reviews etc
• Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
• Act as a senior contact for escalated accounts and critical service discussions
• Participate in Executive Business Reviews for strategic customers and coordinate executive sponsor involvement, where applicable
• Support Voice of the Customer programs and drive customer advocacy initiatives
• Collaborate with the Renewals and Customer Base Sales team to ensure timely and successful renewals and expansion opportunities
• Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives
• Track and report on revenue performance, including renewal rates, customer growth trends, and churn prevention metrics in your book of business
• Serve as a key partner in annual account planning and strategic revenue initiatives for the customer base

Requirements:

• 7+ years in customer success, account management, or managed services leadership, preferably in SaaS or BPaaS environments
• 5+ years of people management experience, leading CSMs or account-facing teams
• Deep understanding of Workday or comparable enterprise platforms and service delivery models
• Experience with customer success tools and platforms, Salesforce, and customer analytics
• Strong strategic thinking, communication, and cross-functional leadership skills
• Proven success managing renewals, revenue retention, and account expansion across a complex service portfolio